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Skills

  • Customer query resolution (12 per day)
  • Communications
  • Organization
  • MS Office
  • Escalated cases resolution
  • First Aid/CPR
  • Process automation
  • Data entry
  • Cross-departmental teamwork
  • Technical troubleshooting

Work Experiences

  • Created and presented data-driven reports to stakeholders on agent performance, directly influencing quarterly staffing decisions.
  • Achieved a 25% reduction in agent intervention.
  • Authored detailed support articles for the knowledge base.
  • Evaluated initiative and method data in order to provide customers with appropriate answers to procedure questions.
  • Analyzed agent performance metrics.
  • Collaborated with cross-functional teams to streamline support processes, reducing average response times by 24%.
  • Acknowledged for performance in sales for 2019.
  • Addressed issues within several months.
  • Assisted in the launch of Salesforce.
  • Addressed ongoing agent issues with Power BI.

Summaries

  • Achieved a 35% reduction in response times.
  • Clear understanding of workflow optimization and stakeholder engagement as well as workflow optimization training.
  • Costs were consistently reduced while profits were increased.
  • Agent Support Specialist is a multi-talented Agent Support Specialist who is consistently rewarded for planning and operational improvements.
  • Achieved a 26% reduction in unresolved tickets.
  • Achieved a 71% improvement in client resolutions.
  • Achieved a 24% reduction in recurring support inquiries.
  • Agent Support Specialist with 3 years of successful cross-functional collaboration and process improvement experience.
  • Within Miscellaneous, senior Agent Support Specialist and outstanding performer in team leadership and budget management.
  • Individual with stakeholder engagement who is active and well-educated.

Accomplishments

  • Reduced unnecessary escalations by 27% by creating a comprehensive troubleshooting guide for first-tier agents.
  • Proactively identified knowledge gaps during escalation handling, leading to the successful creation of 10 new training modules.
  • Exceeded performance benchmarks by resolving 4 escalated cases per week, outperforming peer average by 32%.
  • Resolved product issue through consumer testing.
  • Organized interdepartmental meetings between sales and support teams to align customer data workflows, reducing duplicates by 68%.
  • Created real-time performance dashboards, enabling managers to increase agent productivity by 32% during 15 months.
  • Developed targeted customer retention strategies that reduced churn by 64% and increased overall customer satisfaction.
  • Reported on agent KPIs to pinpoint workflow inefficiencies, improving team responsiveness by 77%.
  • Documented and resolved category which led to method.
  • Provided consultative support during Asana migration, improving the process flow and reducing data discrepancies by 19%.

Affiliations

  • Call Center Management Association (CCMA)
  • Rotary International
  • Institute for Cross-functional Business Collaboration
  • Help Desk Institute (HDI)
  • Project Management Institute
  • International Customer Service Association (ICSA)
  • CompTIA A+ Six Sigma for IT Troubleshooting
  • Customer Service Professionals Network (CSPN)
  • Society of Women Engineers
  • International Support Services Association (ISSA)

Certifications

  • Certified Customer Service Specialist (CSS) – National Retail Federation
  • CompTIA Network+
  • AI in CRM Certification - Workday 2020
  • CompTIA A+ Certification
  • Data-Driven Customer Experience (CX) Specialist Certification - Customer Service Institute
  • Zendesk Support Administrator Certification
  • Salesforce
  • Certified Public Accountant
  • Cisco Certified Network Associate (CCNA)
  • Certified Technical Support Professional (CSTP) - HDI

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